Freelancer profile translated to English.
Back to original languageAbout Ihsane
Customer Success Manager specialized in B2B IT environments and digital services, I support companies in managing, securing, and growing their high-value client accounts.
With over 5 years of experience in demanding technological contexts (IT, SaaS, Cloud, cybersecurity), I am involved in the entire post-sales customer lifecycle: structured onboarding, operational management, renewals, upsell, and customer performance optimization.
My approach combines operational excellence, cross-functional coordination, and KPI-driven management to ensure a seamless customer experience and sustainable value creation.
Key expertise:
• Management of complex B2B portfolios (up to 380 accounts)
• Structuring and optimizing onboarding journeys
• Management of renewals and churn reduction
• Sales / Ops / Finance coordination
• Performance monitoring via key indicators (retention, satisfaction, deadlines, compliance)
Accustomed to international environments, I am fluent in French, English, and Arabic, and comfortable in multicultural contexts (Europe, Africa, Middle East).
Objective: secure customer relationships, strengthen retention, and maximize the long-term value of strategic accounts.
French
Native or bilingual
English
Native or bilingual
Arabic
Native or bilingual
Can work on-site
Dubaï (up to 50km)
Experience
- Malt Community SASenior Customer Success ManagerDIGITAL AND ITOctober 2025 - Today (8 months)Paris, France
- Management of the post-sales customer journey, from activation to successful project operationalization
- Responsible for operational customer relations for a B2B portfolio, ensuring service quality and compliance with contractual obligations
- Coordination of internal stakeholders (Account Managers, Finance, Ops) to ensure smooth execution of client projects
- Supervision of freelancer onboarding and securing key stages up to the first payment
- Contribution to customer autonomy through usage support and highlighting platform features
- Management of critical post-sales processes: quote validation, service completion reports/timesheets, POs, and non-automated workflows
- Monitoring of billing and compliance matters, ensuring the reliability of financial flows
- Anticipation and management of project renewals, in coordination with Account Managers
- Role of Business Partner with sales teams on account monitoring and post-sales performance
- Expertise in client contracts (SLAs, contractual clauses, penalties) to ensure compliance and customer satisfaction
- Kongsberg Precisions Cutting systemsTerritory Sales ManagerMECHANICAL ENGINEERINGJuly 2023 - January 2025 (1 year and 6 months)Paris, France
- Management and development of an industrial B2B client portfolio in a strategic territory
- Responsibility for account follow-up, customer relations, and revenue retention
- Management of account reviews and internal coordination to address client needs
- Contribution to existing client loyalty and strategic account development
- Collaboration with local and international partners
- Participation in marketing activities and professional events
- InsightCustomer Success ManagerDIGITAL AND ITOctober 2022 - May 2023 (8 months)Paris, France
- Management of a high-volume B2B IT client portfolio (up to 380 clients)
- Management of post-sales follow-up, customer satisfaction, and renewals
- Coordination with technical teams and publisher partners to ensure service continuity
- Support for clients in adopting IT solutions (cloud, cybersecurity, managed services)
- Active contribution to loyalty and retention efforts
- Monitoring of performance indicators related to customer experience
Recommendations
MN
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Education
- Master Business ManagerEuridis Business School2021Analyser son écosystème technologique et international Développer des opportunités d’affaires dans le secteur des Hautes Technologies à l’international Manager les projets en intégrant les aspects techniques, financiers, et humains dans un contexte international Piloter un plan stratégique dans un projet international Analyser le besoin d’un client sur une vente complexe à l’international Elaborer et négocier une solution à haute valeur ajoutée dans le secteur des hautes technologies à l’international
- Bachelor of Sales and Commercial NegotiationEuridis Business School2020